Verizon Wireless

Review: As part of the VZW Edge up, I upgraded my phone in OCT 2014. I had to return the old phone, but was not given anything to return it or ship it to. After talking with customer service the only way was for them to send me labels. After receiving the labels and buying shipping materials, the phone was late and therefor I was charged the rest due on the phone. Verizon received the phone on NOV 11, 2014 but did not credit my account for the charge. After multiple calls to customer service and tickets placed to the warehouse there is still no resolution and I paid for a phone that was returned. I was always told I would be kept up to date and informed when they found out the issue. Well, I received some texts usually the day after I called, but they had no answers and would continue to work it. I got busy with work, family and life and had not pursued it for a few months. I recently called again, about a week ago, and spoke with a supervisor who told me the warehouse responded and said they didn't have the phone, why wasn't I contacted about this? I again gave my tracking number which shows it was delivered to that warehouse, but Verizon has no record of receiving it. I was told another warehouse would be checked if it wasn't there then some sort of credit but not all of it would be given. The supervisor was supposed to inform me within 24hrs of talking with him. Haven't heard anything from him, nor Verizon. Basically I paid full price for a phone that I didn't get to keep for Verizon could lose it. Been a customer for about 15yrs. Never had a problem, and try and be patient and understanding as possible, but it's absurd to treat a paying loyal customer this way. And the fact that I was told some sort of credit and not the full amount would be given is an insult. I've researched and seen people have the exact same issue with the Edge program and can't believe Verizon hasn't gotten it right and that their level of customer service has made me file a complaint here.Desired Settlement: For my bill to be corrected and either the amount refunded for the phone to me, or credited to my account.

Business

Response:

June 22nd, 2015 This letter is in response to the recent correspondence filed by Mr. [redacted] regarding the afore-mentioned case number. Mr. [redacted] expressed frustration concerning a non equipment return charge to his account. Executive Relations conducted a thorough review of Mr. [redacted]’s account and concern. In November 2014 Mr. [redacted] processed an early upgrade via an Edge agreement. Mr. [redacted] stated he was not issued a return package, this delayed the return. Executive Relations spoke with Mr. [redacted] who provided the USPS tracking number 92[redacted] that confirmed a delivery to the Fort Worth facility. As a gesture of good will Executive Relations offered to issue a credit adjustment of $310.58. Mr. [redacted] accepted the offer and expressed satisfaction. Verizon Wireless appreciates the opportunity to respond to Mr. [redacted]’s concerns. Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused. If there are any questions regarding this direct correspondence, please contact me directly at ###-###-####, ext: 2143744. I am in the office, Monday – Friday, from 8:30 a.m. until 5:00 p.m., EST. Sincerely, [redacted] M.National Executive Relations – Verizon Wireless

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I am being repeatedly overcharged by Verizon. I have called four times regarding the matter and just gotten the run around. The last representative I spoke to assured me the matter was resolved and my bill would be corrected. It still is not.I received this email on April 28, 2014:"We've got great news about your mobile number ending in [redacted].To show our appreciation for your continued loyalty, we've applied a discount to your current upgrade-eligible smartphone line that will lower your bill by $10 per month.The best part is, there's no action required. You don't need to change your MORE Everything Plan or renew your service agreement. In fact, you don't need to do anything at all!You'll start seeing your discount on your next bill, and it will remain on your account until you decide to upgrade your phone or renew your service agreement.Ready for a new smartphone now? You have two great options:Choose a new, promotionally priced phone with a 2-yr service agreement instead of your monthly discountOR, upgrade with Verizon Edge and keep your discount"I did not upgrade my phone, nor start a new 2 year agreement. I did however add a "free" feature to my phone. For some reason this made my discount void. It should not have. And I had 3 representatives tell me it should not have voided my discount, yet they have not given me my $10 discount back.Desired Settlement: I want to be charged correctly. My "More Everything" plan should be charged as $40 a month with a $10 month to month discount. I am still being charged the full $40 a month. And I would like the $10 refund for last month's bill that has already overcharged me. And I want this discount to remain on my bill until I upgrade my phone or renew my service agreement, like the email states.

Business

Response:

This letter is confirmation of receipt for the above referenced complaint from [redacted]

[redacted], received by Verizon Wireless on September 11, 2014. In her complaint, [redacted]

[redacted] explained that for the past few months, she was receiving a $10 off promotion on

her account. The last two months she did not see the credit on her monthly bill. She

previously received a notification that the promotion was on her account and the notice

gave details on how to keep the discount. Ms. [redacted] explained that she has not

upgraded her line or made any changes to her line that would cause her to lose the

promotion and she is requesting that the promotion be honored.

The Verizon Wireless records indicate that the promotion that was added to her account

was the $10 off for a smartphone line that was out of contract. The promotion was added

to Ms. [redacted] account; however, she was not out of contract. An audit was performed on

Ms. [redacted] account recently and since the line is not eligible for the promotion, the

discount did not apply to her bill. In order to resolve this issue, the Executive Office

offered Ms. [redacted] a lump sum credit for the discount she would not receive for the

remainder of her contract. Ms. [redacted] agreed to that resolution and the adjustment was

made to her Verizon Wireless account.

If Ms. [redacted] has any further questions regarding this matter, she may contact the

undersigned directly at ###-###-####, between the hours of 9:00 a.m. and 6:00 p.m.

EST., Monday through Friday.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Thank you, I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I'm sorry it had to reach this point for resolution, but I am pleased with the speedy response and compensation from Verizon.

Regards,

Review: In August of 2008 I went to Iraq as a civilian contractor and requested Verizon Wireless put my service on hold. When I came back, I told that my account had defaulted and been closed and I lost my long time phone number for a second time (also because of military service in 2005 to Iraq) and sent to a collections agency.I sent the documents proving that I went to Iraq and that they were not able to provide me service which is why I wanted my account to be placed on hold, but it would also have allowed me to request that my contract be canceled without penalty. Verizon denied dispute and is still attempting to collect a debt that I do not owe, and continues to maintain a negative report on my credit report for all 3 bureaus.Desired Settlement: Remove the report from my credit report and stop claiming that I owe an unjust debt.

Business

Response:

September 27, 2014

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains that while his mobile number was on military suspension it was disconnected and sent to collections.. He requests to have the balance and the derogatory remark removed from his credit report. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

A thorough review of the account revealed he requested to have his mobile number placed on a military suspension. The mobile number was placed on a military suspension but due to the fact that there was a remaining balance that was not covered by the suspension the account was disconnected due to non-payment.

I spoke with Mr. [redacted] to address his concerns and the above findings. I advised the balance of $387.35 and the derogatory remarks has been removed. Additionally, I advised it can take up to 30 days for it to reflect on his credit report. Mr. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:30 a.m. and 7:00 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted].

[redacted].

Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

So apparently it is customary for the Executive Relations Representatives to put an upset customer on speaker phone for all of her friends/co-workers to listen in on while she patronizes them to the full extent of her ability. These Reps. apparently like to waste company time sitting around one phone call, while other customers are on hold, in order to accommodate there own agenda. This was rude and disrespectful to me as a customer and yet the Verizon Company just lets their workers run amuck and destroy customer relations. Lied to, ignored, disrespected, and mocked! I guess I pay a company to do those things to me!! I now hate Verizon as much as I do [redacted]...and that's pretty bad. [redacted]., I hope you have [redacted], or get them in the near future!!!)

Review: I went through Verizons recycle program in September 27,2014 and traded in my iPhone 4 phone to get $200 credit. Here is the email I received from them which is dated November 14, 2014:Thank you!Your device has been received.Submission ID: Four One Two Zero Zero Nine One Five Zero (didn't allow me to type digits)Dear Valued Customer You recently traded in your device using the Verizon Device Recycling online program. We have received your device and your device submission ID is included above. The device will be evaluated by our inspectors and you should expect to receive your credit (depending on device condition) within 4-6 weeks. Thank you! Verizon Device Recycling TeamAnd here is the stays which clearly says the final trade in value is $200September 27, 2014Apple A1349 iPhone 4 8GB - Verizon$200.00Trade-in Complete$200.00However, after many attempts they keep saying the gift card will be send in a week or two but I still have not received it.Desired Settlement: Would just like the $200 gift card emailed to me as promised to [redacted]

Business

Response:

The Executive Office spoke with Mr. [redacted] regarding his matter resolved. In an effort to resolve this matter, the Executive Office offered to apply an instant $200 credit to Mr. [redacted]'s account. Mr. [redacted] stated he would prefer to have a gift card. Mr. [redacted] was informed communication will be sent to have another gift card submitted and emailed to [email protected]. Mr. [redacted] was made aware the process can take up to 48 business hours. Mr. [redacted] is satisfied with the resolution provided by the Executive Office.

Business

Response:

The Executive Office spoke with Mr. [redacted] regarding his matter resolved. In an effort to resolve this matter, the Executive Office offered to apply an instant $200 credit to Mr. [redacted]'s account. Mr. [redacted] stated he would prefer to have a gift card. Mr. [redacted] was informed communication will be sent to have another gift card submitted and emailed to [email protected]. Mr. [redacted] was made aware the process can take up to 48 business hours. Mr. [redacted] is satisfied with the resolution provided by the Executive Office.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: Last year I opted in this line for the Verizon Edge Plan. I purchased a Iphone 5S. Earlier this year I went to Verizon with another person that has Verizon. We decided to trade phones. I traded the Iphone 5S for a Samsung Galaxy Note 3. While at the Verizon store I asked the salesperson helping us if trading my Iphone would have any affect on my Edge Program. The salesperson told me it would have no affect. I specifically asked if it would affect when I would be able to upgrade. The salesperson again said it would have no affect. The salesperson stated I could trade in my Note 3 instead of the Iphone. I was informed I would be able to upgrade with the Edge Program again on June 24th, 2015. On June 26th, 2015 I went to Verizon in Newnan, GA to upgrade my phone to the Samsung Galaxy S6. While there I was told by a store employee that I could not upgrade until February unless I paid off the Iphone. I explained to her that is not was I was told earlier this year by another Verizon employee. She stated that I was given wrong information and that I could not upgrade because I did not have the Iphone. I left the store and called Verizon Customer Service. I was told again that I could not upgrade due to not having the Iphone. So in summary, I traded my Iphone because I was re-assured by a Verizon Employee that I would still be able to upgrade in June, 2015. However, I was given wrong information and now am not allowed to upgrade even though I was told I could and continued the trade in good faith that the Verizon employee was properly trained to handle these type of questions. Now I am stuck without being able to upgrade because I was given wrong information and Verizon is not willing to stand behind their employee's word.Desired Settlement: I would like to be able to upgrade my phone now, like I was told I could by a Verizon employee. Or, I would like to be allowed out of my contract so I can swap companies to a cell phone carrier that properly trains their employees so I am not misled again.

Business

Response:

Upon receipt of the complaint, the Executive Office spoke with Mr. [redacted] on July 10, 2015. The device Id has been updated and now reflects on his existing Device payment agreement. Going forward, the device payment agreement must reflect the original device purchased. Mr. [redacted] is satisfied with the resolution.Verizon Wireless appreciates the opportunity address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly toll free at [redacted], Monday through Friday between the hours of 7:30 AM and 4:00 PM ET.[redacted] S. Executive Relations ?

Review: I and my wife are verizon wireless customers for over two years. We has recently extended the contracts with them for until 12/2016. We did it because their sales associate convinced me that we can join their trade-in program that they will take two of my old Apple iphone 5 for $200 each in exchange of their gift cards I can use to pay my verizon wireless bills. They sent me the emails on 11/21/2014 with confirmation numbers. However, one of their requirement is that I must return the old phones back to them within 30 days using their shipping materials, that they will mail me within 5 business days. I called verizon wireless last Friday as I have never received their shipping materials. The associate said that it must be the thanksgiving day delaying the mailing process. He asked me to wait for a few more days.I called version wireless again last night as I still havent received their shipping materials. The associate named [redacted] said that he saw my requests made but it happened the shipping materials have never mailed out. While he promised that he will send it out for me, no confirmation number is available regarding our conversation he said. He said that I can call again to check the status the following day. He also said that I cant go their stores as they wont process the shipping for me.So I called verizon wirelsss again this afternoon. After 30+ minutes being put on hold, the associate with attitude said that sending me the shipping materials again today is all she can do for me even though I told her my story along with that 30 days trade-in requirement ruled by verizon wireless. She refused to check the status of my trade-in requests made because she doesnt have access to it she said. Verizon wireless sent me the email confirmations with this number ####-###-#### exclusively for me to check for the trade-in status and I cant understand why she cant help me. I asked to speak to her supervisor. She refused it and asked me to leave my name and number for a callback. Then what happened is that she put me on hold, which is another extensive hold so I hung up and decided to write a complaint against verizon wireless with you today.Desired Settlement: I asked them to apologize, investigate my case, train their associates, send me the shipping materials right now, suspend the 30-day trade-in rules so that I can send them my old phones and they can honor and deliver the gift cards to me. I worry that by the time Verizon wireless is responding to my complaint, I might already pass their 30-day rules. I urged that Revdex.com process my complaint today as an urgency so that I won't miss Verizon wirless's 30-day rules. Many thanks.

Business

Response:

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 12/08/2014. The customer [redacted]'s complaint involves his dispute of the trade in program. The customer states he was not sent the packaging as promised to send his devices in to participate in the trade in program. The customer states that he has attempted to contact Verizon Wireless several times to resolve the issue and receive the packaging to participate however without success. The customer is requesting resolution. Upon receipt of this complaint, I completed a review of account number [redacted]###-###-####1. Executive relations spoke with the customer concerning his complaint. The customer states that he has received a Verizon Wireless gift card via email and that the matter is resolved. I offered the customer additional assistance however he declined. The case is considered closed. If there are questions regarding this response, the undersigned may be contacted at###-###-####, between the hours of 10:00 AM - 7:00 PM EST.Sincerely,[redacted]Executive Relations###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: When I upgraded to the iPhone 6, I returned to Verizon Wireless my old iPhone 4S under the Verizon Device Recycling Program with the submission ID[redacted]The promised value of my old iPhone 4S was $200 as it was working fine and without any cosmetic damage. The phone was finally appraised at $36 because, according to the recycling program website, "The LDC is not working and the screen is cracked/damaged".This is totally untrue as the phone was working normally and without any damage when I turned it off and put it in the supplied shipping bag for shipment to Verizon.They only have to check my usage of the phone prior to shipment to prove it was working normally. With a damaged LCD I could not have used the phone.I have complained about this both verbally and in writing to the Verizon Device Recycling Program, but I have received no answer for over two weeks.At this point I feel this program may have the conditions to be considered a scam, as once I ship the phone and becomes in Verizon possession, I feel defenseless against their evaluation of the phone status.Desired Settlement: I would be satisfied if Verizon sends me the full promised value of my phone: $200.As they have already sent me $36, they would need to send me the remaining value: $164.

Business

Response:

Thisis in response to a complaint filed by Mr. [redacted], received by VerizonWireless on December 08, 2014. Mr. [redacted] reports that he upgraded tothe iPhone 6 and returned his old iPhone 4S underthe Device Recycling Program. He statesthat he was offered a trade-in value of $200.00 but the phone was appraised for$36.00 because the LDC is not working and the screen is damaged. Mr. [redacted] states that the phone was inworking condition and he is requesting the additional adjustment of $164.00 forthe total value for the iPhone 4S trade-in. In an effort to investigate theaforementioned concerns, the Executive Office spoke with Mr. [redacted] on December09, 2014. Mr. [redacted] was advised thathe would receive the additional adjustment of the $164.00 for the iPhone 4Strade-in value. VerizonWireless appreciates the opportunity to respond to all concerns and apologizesfor any inconvenience this matter may have caused. If thereare any questions or concerns Mr. [redacted] may contact me directly at###-###-#### or toll free at ###-###-####ext 5611 Monday through Friday between 09:00 a.m. and 6:00 p.m.Eastern Standard Time.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

The response of the business is correct, and I am satisfied

by the resolution of my complaint ID [redacted]. As it was expected from a

reputed company, Verizon Wireless took action in a expedited manner to resolve

my concern.

Unless I am mistaken, it is my understanding that Verizon

Wireless subcontracts the Device Recycling Program to a different company. If

this is the case, I would give full responsibility of my device mishandling to

this other company, and only indirect responsibility to Verizon Wireless for

having selected that company to administer the program.

I have been a Verizon Wireless customer for many years and I

hope to continue to be for many more years.

Sincerely,[redacted]

Review: [redacted] pa verizon store [redacted] st pike [redacted] Pa. [redacted] verizon corporate employee [redacted] was paying 160 a month for 4 4s phones we were out of contract. Went in the store and was having problem with my phonethey talked me into a plan same montly payment 4 new phones and when the iphone 6's came out we were not on contract so we could upgrade.Action News consumer hotline is involved and very helpful "[redacted]" [redacted]got my bill it was 454.00...then since then they have been paying my billto bring it down to 220? beginning of Oct they turned my phones off..I then called Action news and they called the store and left a message...within seconds they turned the phones on and paid my bill again. Verizon Corporate said they would fix it and not to deal with them..... Now dealing with corporate: Spoke to [redacted] (he was resolving it) then never returned my emails. Spoke next to [redacted] ###-###-#### ,he answered his phone and said what they were doing was crazy paying your bill and not even doing a credit then nothing and never answered again. next was 3 supervisors over 2.5 weeks [redacted] N.C. The Franchise store is unethical. I am a sales executive for 28 years I am smart...if this happened to me it could happen to anyone.Verizon Corporate agrees and knows it was wrong but still has done nothing.Actin News put a call into their contact back in the beginning of Oct.please help me get resolution to the problem.after 20 days of realizing I was misled I asked for our phones back and to put us back on our plan...they said too late 14 days is the cut off? You don't get your first bill until after 30 days so how can you even tell...I was told 160 would be my bill. Who in there right mind would have gone with that plan??? Respectfully [redacted]Desired Settlement: we want our old phones back and we want to be on our plan with no contract 160 per month so we can upgradeoriginally started in April 2011 with a verizon corporate store in Wildwood NJ We left T mobile after 17 years this situation happened at a franchise store in july 2014...very misleading because their sign saysVerizon Wireless Please Help Me

Business

Response:

November 10, 2014 I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she was advised that her plan would not increase. However, when she received her bill it was much higher than she expected. She requests to have the transaction reversed. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns. A thorough review revealed on April 24, 2014, four Verizon Edge Agreements were established and all four previous phones were traded in. However, Ms. [redacted] did not receive any credit for the device or discount to the current Edge Agreements for the devices. She was receiving the $25.00 month to month discount for each line of service, and during the transaction inquired about the new cost. She was advised that the plan would stay the same, since she would be getting a $25.00 credit for each line of service on the Edge Program. However, her monthly bill increased by $140.00. She requested to have her original phones back; however, since they were traded in we were not able to process that request. I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I agreed to remove the Edge Agreements for each line since we were unable to return her previous devices. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:30 a.m. and 7:00 p.m. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] O. [redacted] O. Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] is actively working with me however we have not received our new program or phones and will not until 11/21/14 since they are on back order.Is there a way to wait until everything is resolved ? Ive been dealing with this since 7/14 and I want to make sure that my bill is correct every month.I do feel confident that [redacted] is working with me but Ive been told and promised so many resolutions, I want everything corrected until I'm satisfied

Regards,

Review: During the billing period of October 10th to November 9th, 2014 there was some major discrepancies in my bill. First off, Verizion Wireless failed to provide the reasoning of why my bill had a discrepancy of 300MB. My 3rd part app, that is Featured, Recommend or White-labeled by Verizion reported that I used 1.6GB during my billing cycle. Verizion Wireless reported that I had used 2+ GB on my cycle. They failed to provide an explanation on both accounts when when all of the information was entered into the device. They also failed to notify me when there was an overage on the account even though I had been provided notifications 3 days before. They claimed that I was not supposed to receive notifications on my account because my data "plan" wasn't a plan but a feature which doesn't explain for the fact that I previously received notifications. They also claimed that they have never heard of MyDataManager even though it clearly states that Verizion is a customer, noted at this link. [redacted]Desired Settlement: I would like to be refunded for my whole entire data charges for the month because of the issues I faced. This refund includes my normal data plan for the phone ending in [redacted] plus the $10 overage fee that also hit the account.

Business

Response:

Please See Attached

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: Received an email yesterday we owed $346.73. Our contract ended March 19 on 2 of three lines. My daughter's line ended earlier. Called yesterday morn and verified my March/April payments received/credited. I always paid all bills timely. Verizon said bill was for line ending [redacted]. I tried to cancel this line in January when phone dropped and smashed but at Verizon's recommendation suspended 90 days so that I would not incur early contract termination. I understood it would be closed when we closed out the other two main lines on the account March 19 since they were all on same account. I explained to customer service rep who verified records reflected [redacted] suspended 90 days in January due to "lost or stolen" phone but they re-activated in March billed me $46 in April. I was not notified they re-activated. My contract ended March. I thought I was done with Verizon. I explained I understood we closed our account March 19 on all lines, and asked to waive bill since phone has not been used since 2014. Rep refused stating I should have called sooner and she would have done that. I explained I had not received any other notices. I asked for a supervisor and was told one would call me but that has not happened. By their own admission and records they were aware phone "lost or stolen" last January and 2 lines closed March 19. Yet,they just decided in March(before 90 days) to turn back on start billing--coincidentally when I closed other two lines on account. Verizon refused to waive this cost. I do not feel I should pay for a service we both know I did not get. Phone line [redacted] not used, lost, shattered last January. Trust now shattered by these bad business unfair billing practices trying to force me to pay for service they now know I never received.Desired Settlement: I want written confirmation that my account (all lines) are closed now as I thought they were last March, they will not arbitrarily bill me for anything more, that this cost will be waived and that there will not be any adverse credit rating for myself or my daughter whose name is first on account.

Business

Response:

VerizonWireless Executive Office has researched this account matter extensively; ithas been determined Ms. [redacted]’s initial contact was made to Verizon Wirelesson January 6, 2015, regarding lineending in [redacted]. Ms. [redacted] requested for line to be suspend without billingdue to device was lost/stolen. On February 2, 2015, Ms. [redacted] was sent aletter notification regarding reconnection date for line ending in [redacted] and aninvoice statement after line was reconnected. Ms. [redacted] stated she requestedto have line [redacted] cancel due to device was stolen. Our records only show therequest for suspension. In an effort to resolution to this matter and customersatisfaction, as a one time courtesy, applied a credit of $346.73, due to line[redacted] has no used after reconnection from our lost/stolen list. Ms. [redacted] hasaccepted our offer and is satisfied. Verizon Wireless regrets any inconvenience theabove matter may have caused Ms. [redacted], and appreciates the opportunity givento resolve these account concerns. Should Ms. [redacted] have any questions, please call me directly at ([redacted] between 10:00am and 7:00pm EST, Monday throughFriday. Sincerely, [redacted]W.ExecutiveRelations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: In July 2013 Verizon offered a plan for $60 a month unlimited talk and text with 2 gigs of data if you brought an iPhone. At the time I had a 22% discount on my phone bill each month because I work for a non-profit organization. I asked the Verizon representative if I would continue getting the 22% discount on my phone bill each month if I sign up for the new plan. The representative told me that I would continue getting the discount. I decided to sign up for the new iPhone plan. I started the new plan and was paying about $52 a month with the 22% discount. Everything went great until January of 2015. In January of 2015 I stopped getting the 22% discount and started paying about $66 a month. I contacted Verizon and asked them why I wasn't receiving the discount anymore. The representative I spoke to said that he/she wasn't sure why I wasn't receiving it and that I should still be getting it. Verizon asked me to resubmit my work information for the discount, which I did, and everything went through and I was informed that I was approved for the discount again and that it should show up on my next bill or two. The discount never showed up and I contacted Verizon again about it. After talking to multiple employees I was informed that I am not eligible for the discount because of the loyalty plan that I am on. I explained to them that I was told that I would still get the discount with the new plan and that I had been receiving the discount for 7 months. Verizon refused to place the discount back on my bill so I asked to cancel my phone service with them. I was informed that I couldn't cancel my service because I have a 2-year contract with them and would have to pay around $250 to cancel it. I informed them that I shouldn't have to pay that because I was told in the beginning that I would receive the discount on the new plan and that I couldn't afford to be paying an extra $14 a month for my phone. I have contacted Verizon multiple times about my issue and they wont change anything.Desired Settlement: I would like Verizon to refund me back approximately $252 for the 18 months that I have paid $66 a month for my phone bill instead of $52. I also would like it if Verizon would either place the discount back on my account for the foreseeable future or let me out of my contract free of charge. I have enjoyed having Verizon as my wireless carrier and haven't had any issues with them until this incident. Thank you for your time and support.

Business

Response:

Thank you for allowing Verizon Wireless to respond to concerns expressed by [redacted]. In his complaint, Mr. [redacted] stated he was no longer receiving his employee discount on his monthly statement. Upon receipt of this complaint a review was completed. In 2013, Mr. [redacted] was placed on a Loyalty plan and was advised that he would be able to keep his corporate discount. Our records indicate Mr. [redacted] did retain the employee discount until January 2014. The Executive Office was able to determine on January 2, 2014, Mr. [redacted] revalidated his employee discount and that may have cause the discount to no longer appear under the loyalty plan. As a courtesy, the Executive Office will issue a credit of 237.60 for the last 18 months the discount didn't apply to the bill. Going forward, Mr. [redacted] understands not to expect the discount under his current plan, Verizon Wireless regrets any inconvenience the above matter may have caused Mr. [redacted], and appreciates the opportunity given to resolve these account concerns. Should Mr. [redacted] have any questions, please call me directly at ###-###-#### between 10:00am and 7:00pm EST, Monday through Friday. Sincerely, [redacted] C. Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I closed my Verizon account, in person at the [redacted]tore, in Dec. 2014, and paid the balance in full. At that time, the 3 phones on my account were on a month to month basis. On March 6, 2015 I received a letter telling me that I had an outstanding balance of $575.32. I called Verizon Customer Service, and after speaking to: [redacted] over the course of several days, I was finally put in touch with [redacted]. She looked at my account and told me that the account was indeed closed in Dec. 2014, but for some reason, an error on Verizon's part, phone number ###-###-#### was left active, even though it was listed as inactive, since I had closed the account. I was told to wait until the next billing cycle closed,(April 16,2014) and to call back and it would be taken care of. I called back and spoke to [redacted], and after she confirmed everything I told her in Verizon's system, I was told that I actually owed $132.21 for an unpaid early termination fee on ###-###-####, which I paid via credit card while I was on the phone with her. She assured me that everything was settled, and I would no longer be contacted by Verizon. Since then I have received monthly invoices asking for payment, innumerable calls from Verizon's collection office, and finally yesterday, another invoice. I'm DONE with Verizon. Please help.Desired Settlement: I would like written confirmation that I do not owe Verizon any money.Stop sending invoices.Remove me and my address from any and all contact data bases, i.e. e-mail, phone, advertisement. Remove all notices sent to any and all credit bureaus, including Verizon's internal collection department.

Business

Response:

Upon review of Mr. [redacted]’ account, I discovered in December, 2014, he ported out two of his three mobile telephone numbers, which were disconnected automatically. His third line of service remained active, but went unused until it was disconnected for non-payment on March 28, 2015. I was not able to verify that a request was made for the line of service to be disconnected; however I did confirm a payment was processed on December 18, 2014, at the store location Mr. [redacted] referenced. The account balance was written off on June 04, 2015, in the amount of $64.06. I spoke with Mr. [redacted] on June 16, 2015, to address his concerns and the above findings. As there was no usage on the line of service in question, and there was no Service Agreement associated with the mobile number, I agreed to have the account brought to a $0.00 balance, and any credit reporting associated with the account deleted. Mr. [redacted] expressed satisfaction with the resolution provided and had no further concerns. Should the Revdex.com or Mr. [redacted] have any additional questions or concerns please contact me at ###-###-#### during my business hours of 9:00 a.m. to 6:00 p.m. (PST) Monday through Friday. For other account related issues please contact Customer Service at ###-###-####.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Customer service for this company is a joke! I constantly have the issue of c/s telling me one thing and when I go into the store they tell me a completely different thing and the people I speak with are always so rude! I can deal with rude people once in a while, everyone has a bad day. But the worst part about this company is I swear they add little charges onto their customers accounts each month hoping they won't catch it and pay it. I've been with Verizon over a year and Almost EVERY month I have a 5-10$ charge I have to call about and they never know what the charge was for. Would never recommend this company to anyone!

Review: I PURCHASED A DROID TURBO WITH AN EARLY EDGE UP PROMOTION SPECIFIC TO QUALIFIED CUSTOMERS ON JANUARY 16TH 2015 WHICH I SAW IN A COMMERCIAL ADVERTISEMENT BEFORE GOING INTO THE STORE. PREVIOUSLY I HAD THE SAMSUNG S4 EDGE PROGRAM AGREEMENT OF $25 A MONTH. I WAS TOLD WHEN I PURCHASED THE SAMSUNG S4 ON FEBURARY 15,2014 I COULD UPGRADE TO A NEW PHONE AFTER PAYING HALF OF THE AMOUNT OF THE RETAIL PRICE OF $599. I PAID $25 FOR 13 MONTHS WHICH MAKES A TOTAL OF $325 AND IS OVER HALF THE SUGGESTED RETAIL AMOUNT. I WAS TOLD BY [redacted] AN EMPLOYEE OF VERIZON WIRELESS THAT ON 2/16/15 IF I PAID AN ADDITIONAL $25 I COULD UTILIIZE THE EARLY EDGE UP WITH THE DROID TURBO WITH NO CHANGES TO MY MONTHLY CONTRACT AGREEMENT. [redacted] W. STATED THAT AFTER PURCHASING THE PHONE I NEEDED TO CHECK MY EMAIL TO SEE IF VERIZON WOULD REQUIRE ME RETURN A WORKING DEVICE. HE STATED IF I WAS REQUIRED TO RETURN A DEVICE IT COULD BE ANY WORKING DEVICE. I CHECKED MY EMAIL WEEKS AFTER THE ORIGINAL PURCHASE AND NEVER RECEIVED ANYTHING SO I CALLED TO SEE IF I WAS REQUIRED TO RETURN A DEVICE TO AVOID ADDITIONAL CHARGES AND STILL NOTHING WAS CONFIRMED. I ADVISED VERIZON THAT IF I WAS REQUIRED TO RETURN A DEVICE I WAS GOING TO RETURN A SAMSUNG ILLUSION IN GOOD WORKING CONDITION BECAUSE [redacted] STATED I COULD RETURN ANY WORKING PHONE. AROUND FEBRUARY OUT A EDGE 16TH VERIZON SHIPPED ME BAG & LABEL TO RETURN THE SAMSUNG ILLUSION BEFORE RECEIVING MY LABEL IN THE MAIL I NOTICED A CHARGE OF AROUND $351 FOR A NON RETURNED DEVICE 2 MONTHS AFTER THE ORIGINAL PURCHASE. I STOPPED INTO THE STORE TO SPEAK WITH THE MANAGER AND HE ADVISED ME TO CALL FINANCIAL SERVICES ON 3/24/15 TO HAVE THEM DISPUTE THE CHARGE AND I CALLED TO DO SO AND VERIZON STATED I WAS NOT ALLOWED TO DISPUTE THE CHARGE. I CONTACTED EXECUTIVE RELATIONS AND THEY ARE SUGGESTING I GIVE BACK THE DROID TURBO AS WELL AS PAY THEM FOR THE REMAINING BALANCE OF THE S4. I DO NOT FEEL VERIZON HAS KEPT UP TO THEIR AGREEMENT OF BEING LOYAL TO THEIR CUSTOMERS. I HAVE BEEN A CUSTOMER FOR OVER 7 YEARSDesired Settlement: I WANT VERIZON TO ACCEPT ANY WORKING DEVICE LIKE I WAS TOLD INITALLY IN THE STORE BY THE MANAGER. IF NOT I WOULD LIKE TO NEGOTIATE A JUSTIFIABLE PERMANENT SOLUTION. I WOULD ALSO LIKE TO BE COMPENSATED IN SOME WAY FOR MY PERSONAL TIME SPENT OVER THE LAST 3 MONTHS BEING MISLEAD ON VARIOUS OCCASIONS BY MULTIPLE EMPLOYEES.

Business

Response:

April 3, 2015

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she was told she could trade in any device when she processed an Edge Up but she later was informed she had to trade in the device that was active on the line of service. She requests the Edge Up charge for not returning a device is waived. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

The Edge upgrade program allows customers to Edge Up to a new device once a portion of the balance of the original Edge Loan is paid. The terms and conditions of the Edge Up program explain the previous Edge device must be returned when Edging Up to a new device. The account was charged $299.88 for not returning a device.

I spoke with Ms. [redacted] to address her concerns and the above findings. She explained that the store representative told her she did not have to turn in the Edge device but she can turn in any device. In an effort to provide a satisfactory resolution for a long time customer, I offered a credit adjustment of $299.88 and an additional $50.05 as a courtesy to cover the past due balance and she accepted. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:30 a.m. and 6:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted].

Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have had an issue with my Verizon bill for well over 6 months. The billing system triggers an alert that states I have an overdue payment due of $189.00 each month and I am charged a $5.00 late fee. I not only pay my bill on time but I pay it early-within days of receiving the bill. I have repeatedly called Verizon to try and resolve this billing issue. I have spent hours on the phone with Verizon and I continue to be billed late fees and error is not corrected. I have spoken with many representatives and have even requested to speak with a supervisor only I could not,that is not the process. When I finally spoke with a supervisor( after 55 minutes on hold while the rep reviewed my account and spoke with finance and 3 supervisors) I was told the supervisor,u [redacted] in Louisville Kentucky would review my account and call me back that day( March 18th). I received no call back by 3/20 so I called and was told someone would call me back. This has happened to me on at least 3 other occasions. There has been no follow up or resolution with Verizon.To make matters worse this whole issue seems to have started after my adult son went into a Verizon store to buy a new phone and renew his 2 year contract. He was advised to sign up for the Edge plan, trade in his IPhone for credit and the cost would be less. He was also told he could change his mind and return the phone. After receiving the first bill he realized it was not cheaper and when he went back to store to revert back to the old plan he was told he had to call Verizon. I called Verizon they said it was too late to change and he was stuck with the Edge plan. We were given a credit and he bought out the edge plan. He never received any payment or credit for the cell phone that was traded in. This is an example of deceptive selling techniques that Verizon uses.Desired Settlement: I would like the billing issue corrected, a credit for the iPhone traded in and compensation for the hours I have spent on the phone trying to resolve this issue.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Ms. [redacted]’s complaint. Inthe complaint, Ms. [redacted] expresses her concerns about a balance that shows on her account whenthere really isn’t a balance due. She also brought up a past issue about not receiving a Verizon gift cardfor a device that she traded in during a promotional period. Verizon Wireless regrets any inconveniencethis matter may have caused.In an effort to provide a satisfactory resolution, I advised Ms. [redacted] that this is a known issue and thatwe have a fix going in to place in April that will resolve her billing issue. I also offered to apply a one time$200 credit towards her wireless account because she didn’t receive her gift card. Ms. [redacted] expressedsatisfaction in the resolution provided, and had no further concerns.Should the Revdex.com or Ms. [redacted] have any questions regarding this response, pleasecontact me at ###-###-#### between the hours of 9:00 a.m. and 6:00 p.m. (PST),Monday through Friday. For other account related issues, please contact Customer Service at [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am not willing to state that this resolution is satisfactory to me until there is evidence that the billing problem has been resolved. [redacted] at Verizon was confident that he had identified the error and could correct it. I have been told this in the past only to find that the issue was not corrected and continued. I will not be able to close this and accept the resolution until Verizon has proven that it has been corrected.

[redacted] at Verizon has committed to follow up with me because I will most likely have another late fee on this months bill. My hope is that the error is corrected for the next billing cycle. This issue is not resolved as of yet.

Regards,

Review: I swithched from Verzion to [redacted] and three different times they told me I was paid in full but kept getting billed. Each time I called I got a different reason for the bill. the four time I tried talking to them they said I still owed them 121.00 after already paying them almost two thousand dollars. I was to get a call from a superviser but was turned over to a collection agentcy. I feel like they are just trying to bully me in to keep paying them more money.Desired Settlement: I was told I was paid in full. I feel they should honor that and drop the $121.00. Then they should let me alone.

Business

Response:

I reviewed the account and found that the customer's final bill totaled $940.00 and the customer paid $819.00 toward the final bill. As result, there was a carry over balance of $121.00. In an effort to resolve the dispute, I have credited the account $121.00 to zero out the balance. No further action is required by Mr. [redacted]. If Mr. [redacted] has additional questions, I can be reached @ ###-###-####. Regards,[redacted] R.

Review: I switched from AT&T to Verizon Wireless and kept my phone numbers from AT&T. Two months into my contract with Verizon I was notified by AT&T that I needed to get new numbers or pay a fee. I gave the numbers back to AT&T and had Verizon give me new phone numbers however they had to cancel my contract and start it over to do this. Apparently this account wasn't closed properly nor billed properly and I was never notified that I had any fee due. My service with Verizon has never been interrupted due to payment problems. Today 11 December 2014 I received a call from a debt collector to collect a debt for $903 from Verizon. I immediately called Verizon to find out the problem. After talking back and forth with them for most of the afternoon and evening they decided that I only owe $168 which I feel that I shouldn't owe because I made a payment to them in February and in March. Due to this problem my credit score has dropped dramatically.Desired Settlement: I would like debt that they are saying I owe to be dropped and my credit score returned to what it was before this problem.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to Mr. [redacted]’scomplaint. In the complaint, Mr. [redacted] disputes the written off balance on his account. Herequests the derogatory remarks removed from his credit report. Verizon Wireless regretsany dissatisfaction this matter may have caused.Upon review of the account, this account is showing that is in a write off status due toMr. [redacted] porting in his numbers from AT&T to Verizon Wireless and then afterservice was started, he was advised both mobile numbers had to be ported back to AT&T.On March 27, 2014, Mr. [redacted] ported his numbers back to AT&T leaving account[redacted]7-[redacted] but on the same day, a new account [redacted]6-[redacted] was created.The charges remaining on the account are for a full month of service.I spoke with Mr. [redacted] to address his concerns and the above findings. In an effort to providea satisfactory resolution, I had the account balances credited to $0.00 and the derogatoryremark removed from his credit report. I advised it can take up to 60 business days toappear on his credit report that the charges have been removed. Mr. [redacted] expressedsatisfaction in the resolution provided, and had no further concerns.Should the Revdex.com or Mr. [redacted] have any questions regarding this response,please contact me at ###-###-#### between the hours of 6:00 a.m. and 3:00p.m. (MST), Monday through Friday. For other account related issues, please contact CustomerService at ###-###-####.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have been very patient and accommodating, but this is it, I have no more energy to keep fighting for my rights and I do demand being respected and treated equally; which is not the case. To sum-up the issue, in March, 2015 - I added an extra line, the representative added two lines instead of one, by accident, by the time I got my bill and discovered the issue, I called over 10 times to get the line removed and the representatives gave me a hell of time to get that fixed. Over 3 months, I spent over 40 hours talking on the phone and waiting on the line. I kept paying for the full bills despite that I was waiting on the credits. More over, I discovered that the international-calling-discount plan that I added back in May of 2014 was removed. I tried to get that cleared and fixed over 20 times and they would tell me "We will get it credited back to your account" and never fix it. If you listen to all phone conversations that I had with Verizon, everyone promised to help with my issue and no one fixes anything. They would tell me "We put a dispute hold on your account till we fix the problem" a week after that my line would be disconected and when I call they tell me "We decided that nothing needs to be done so we took the hold off and cut your service off" This happened over 3 times! One of the times I was in Alaska in the middle of no where and out of the blue my service got shut off. How terrible is that???On June 5th, I called and talked to an account sepcialist to disconnect my service due to the endless number of issues and the customer care specialist offered to look at my issues and help with them. She assured to call me back within 48 hours after all the issues get fixed, and after waiting for almost a week with no call back, my serivce got shut off again. That gets me to a conclusion in which does Verizon think their customers are stupid? I pay over $3000 in phone services per year and get the WORST customer service, broken promises and horrible service. Why? When its Verizon'Desired Settlement: 1- A credit of $2358.86 to clear outstanding balance with Verizon - Invoice #[redacted]- A refund for $3000 for the time spent on the phone, writing letters and emails with customer service trying to resolve the issues.

Business

Response:

Executive Relations spoke with the customer concerning her complaint. I advised the customer that all the charges are valid and the charges referencing the line added in error have been credit to the account. As a courtesy I offered to credit all the international charges associated with the account leaving the usage charges that reflect the customer valid charges. The customer declined the offer due to not receiving the balance credited and an additional $3000 for time compensation. This case is considered closed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:verizon didn't even allow me to explain the situation, they charged me for a line that I don't have and they acknowledged the error from their end, yet he told me the charges still apply. I will take them to court because they are treating me badly because I am a minority who speaks English as a second language.

Regards,

Business

Response:

The Executive Office spoke with Mr. [redacted] on October 7, 2015, and apologized for any inconvenience. During our discussion, it was made clear that all charges associated with the extra line had been adjusted on the May 2015 bill statement. Strictly as a courtesy, we agreed to complete a rerate of the international charges from January 2015 - July 2015, and he would be billed at the lower rate as if he had still been paying $4.99 monthly on the Global Feature for ###-###-####. The total adjustment would equate to $363.70. He was advised we would also credit the $150 early termination fee on ###-###-#### due to the fact we were unable to locate a signed agreement. He understands if he opts to port his services back to Verizon Wireless then we would also credit his additional early termination fees totaling $670. The final credit amount offer is being communicated via email to [redacted] and he is being advised this offer will be valid until October 30, 2015, allowing ample time to consider.

Review: Called Verizon regarding a charge on my account after I received my August bill through mail, they say they are charging me for one day because I changed my cycle and to me that is ridiculous for one day being charged 30 something dollars add to my 140 bill,before all of this I spoke with someone a couple of months back to change my due date for the 21st and they did not do so they ended my cycle on the 21st instead which is something I did NOT ask for, Today when I called I was transfer varies times and no one knew what the charge was for after I spoke with the last representative ID #[redacted] She then informed me of the issue and then was being sarcastic and rude with me and telling me no one was going to give me credit and that she cant do anything, and to me that is a lie.Desired Settlement: I would like a credit because for one day being charged an extra 30 something dollars because I change my due date is ridiculous, that means I am being charged an extra plan and or service.

Business

Response:

Thank you for allowing Verizon Wireless the opportunity to respond to the complaint forwarded on behalf of Ms. [redacted]. Upon review of the account, Ms. [redacted] had a bill cycle start date on the 7 and wanted to have it changed so she could pay her bill on day 21 every month. Her bill cycle was changed to the 20th, which did not resolve the concern because the payment would be due on day 15 each month. On July 20, 2015, MS. [redacted] contacted Customer Service to have her bill cycle date changed to the correct date. Due to the bill cycle date changing in the middle of the cycle, another bill was generated which included charges for six additional days of service. Ms. [redacted] disputes the extra charges even though the charges are correct. I spoke with Ms. [redacted] and confirmed the above findings. I explained the charges and monthly billing to her and set her expectations going forward. In an effort to resolve her concerns, I applied an adjustment of $29.40 for the six days of service and advised of the new account balance. Ms. [redacted] was satisfied with the resolution provided and had no additional concerns. Verizon Wireless appreciates the opportunity address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly toll free at ###-###-####, Monday through Friday between the hours of 6:30 AM and 3:30 PM PT.